A comprehensive service level agreement is an essential requirement for the provision or receipt of any important service. It quite simply defines the parameters for the delivery of that service, for the benefit of both parties.

The quality of the agreement is therefore a matter of substantial importance. It must be complete, comprehensive and accurate in its coverage. Importantly, both parties must UNDERSTAND the contents and their obligations described within.

But where do you start? How do you establish what is required? How can you quickly understand the basics? How can you quickly create an appropriate service level agreement?

Unfortunately, creation of an appropriate and focused Service Level Agreement (SLA) is NOT a trivial task. However, it need not be a daunting experience either!

The SLA Template and Metrics

The Janco Service Level Agreement Template and Metrics tool is designed to make creation of service level agreements far more straight forward. It is intended to de-mystify the Service Level Agreement process, and enable CIOs and It Managers in concert with its clients produce a top quality document with the minimum of level of frustration. There is absolutely no need to re-invent the wheel! It is supplied primarily in MS-Word format along with sample metrics which can be applied to most functions.

Service Level Agreement Policy Template in Word for a single application, It defines specific SLAs and metrics that are both internally and externally focused. The sample contain over 70 possible metrics presented graphically in PDF format.

The purpose of this Support Service Level Agreement (SLA) is to formalize an arrangement between [your company] and [the client] to deliver specific support services, at specific levels of support, and at an agreed-upon cost. This document is intended to provide details of the provision of level 3 application support services to [the client]. This SLA will evolve over time, with additional knowledge of the client requirements, as well as the introduction of new applications and services into the support portfolio provided to [the client].

The table of contents for the Service Level Agreement policy template can be viewed in it entirety by clicking on the download link below.

The sample metrics are provided in PDF format. Click on the small image below to see one page of the PDF file with the book marked outline of the document showing the classification of the 70 metrics depicted graphically